You know service recovery is important. But it might be bigger than you think.
Ask organizational leaders about service recovery, and often they’ll point to their communication model. You’re likely familiar with a few examples. →
Great Expectations, Part I: Examining What Consumers Want (and Why) to Better the Patient Experience
Expectations are a crucial part of the larger issue of building lasting relationships with patients. →
Innovation remains critical to strengthen patient experience and improve care delivery
Healthcare professionals are currently vying to come up with the next innovative solution to solve the most critical operational and clinical issues the industry is facing today. While oftentimes organizations are complacent when it comes to making improvements, most professionals in the sector recognize the need for something new to deliver change, particularly for the patient experience. UCHealth is one health system that’s pushing for a change in how the healthcare industry delivers care. →
Consumer-sentiment data on the coronavirus pandemic, March 2020
The outbreak of the coronavirus (COVID-19) has consumers feeling anxious. The situation has revealed the degree of trust that Americans have invested in their caregivers. People are turning to healthcare organizations for leadership, information, and stability as we weather this unprecedented crisis in public health. To help guide leaders’ decisions during this pandemic, NRC Health conducted a nationwide survey of consumers to learn about their perceptions of the coronavirus and how it is impacting the United States. →
120,000 patients, 100% coverage: Success with post-discharge calls
Read how one healthcare organization streamlined its post-discharge contact operations, and produce some outstanding results in the process. →